Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Drop off date August 28, 2024 Royal moving and storage Missing furniture 1 buffet Missing Boxes 7 Boxes 1 box has kitchen items 1 Box has Christmas items 1 box has household tools 1 box has tools, such as electric saw etc...3 Boxes I'm not sure what is in ********* I have a large box with broken dishes.

  Business Response

  Date: 10/09/2024

  We apologize that this customer had some damaged to their items during her move. We try our very best to treat all customers items with the care and respect they deserve. We have spoken to this customer regarding her missing and damaged items on several occasions. It was explained to this customer that a thorough search has been conducted for her missing items. We have searched the warehouse, trucks and also reached out to other customers whose items may have come in contact with her items during at any point during the move. Since it has been over a month and the items have not been located, we suggested to the customer that she file a claim. We provided claim info and let her know that she has 9 months from the date of delivery to file a claim for any items that are missing and/or damaged during the move. This does not mean that we stop looking for the missing items, it is just suggested that the customer file a claim in the meantime in order to receive compensation for the missing and/or damaged items. Additionally, we use a software program to keep track of customer's items. All items are stickered at the pickup location with the customer's identifying information, a picture is taken of each item, and the items are scanned into the system. The customer also has access to their inventory on the portal. Any time items are moved they get scanned, and the move is logged into the system. The customer says she is missing boxes with Christmas and kitchen items, but it is important to note when the customer's items were loaded onto the truck to prepare for delivery 2 boxes labeled "kitchen" and 1 box labeled "Christmas" was scanned and those same boxes were scanned again at the delivery location. All 41 items were scanned and delivered to the customer. 

  Customer Answer

  Date: 10/11/2024

   
  
  Complaint: 22398167
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Michelle Shapley

• Initial Complaint

  Date:08/12/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is a scam. They came in and quoted us 14k and once all of our property was loaded they charged the price to 28k.Once at our new property they wouldnt return our calls for two weeks and only called when they were 20 minutes out. 50% of our belongings were broke and another 20% were stolen. I hope to spend the work on this poorly ran scam business.

  Business Response

  Date: 08/14/2024

  After reviewing our records, we confirm that the total price for this customers move was $17,572.83, not the $28k this customer claimed we changed it to. Our team takes great care in providing accurate and detailed pricing information to our customers. We regret any confusion or miscommunication that may have led to this discrepancy in this customers recollection of the pricing for their move. Our goal is always to offer fair and competitive pricing while ensuring clarity and integrity in all our interactions with customers. To review the specifics of this customers move, before the items were picked up the customer provided us with an inventory of 39 items, 149 pieces which we estimated to use 1701cf of space on the truck. It is explained at the time of booking that the quote is an estimate based on the space the items take up on the truck, however at pickup if there are additional items, additional volume required, or additional services needed to complete the move then the total price would be adjusted. This is also stated on the booking contract this customer signed. When we arrived for this customer's pickup, they had additional items totaling 45 items, 155 pieces, which caused an increase in the amount of space from what they had initially reserved. This customer added special packing at pickup for their TVs, glass cabinets,electronics, pictures, and mirrors. The customer also had multiple oversized items consisting of a washer, dryer, quad, 2 BBQs, 2 catering ovens, freezer, storage cabinet, and toolbox which added additional space that was required to accommodate these larger than standard size items. Final Estimates with the revised amount of space, additional services and related pricing was sent to this customer and they signed acknowledging that they agreed to the changes.The customer also signed their Bill of Ladings with the additional cubic footage, additional services and related pricing. This customers items were picked up on 05/02/2024 and 05/03/2024, they had 60 days of free storage built into their contract and they put unknown for their first available delivery date on their Bill of Ladings. All our calls are recorded and the first call we had from this customer after their items were picked up was not until 06/24/2024 which was in response to the email we sent them on 06/21/2024 regarding their upcoming storage payment. In response to items being stolen and damaged. We take all allegations of theft very seriously, and we want to reassure this customer that all our employees undergo thorough background checks and are trained to uphold the highest standards of professionalism. The only information we have received from the customer was an email on 7/19/******* which they asked for the claim information to start a claim for some missing and damaged items. We sent the claim information via email on 7/22/2024 and provided an email address for the customer to send a list of the missing items to so that we could conduct a search. The last email we received from this customer was on 7/19/2024 and as of today, 8/14/2024 we have not received a list of the missing items, and the customer has not started a claim. Lastly, ***** confirmed this customer for delivery when the items were loaded and due to depart. The customer was provided with an estimated timeframe for arrival and given their delivery balance and acceptable payment forms. The customer said they would be available to accept their items for delivery and told the driver would give them a call approximately 30 minutes prior to arrival. This customer had been confirmed for delivery and were aware that the truck was leaving and would be in transport to them. We are disheartened to hear about this customers perception of our company, as we strive to uphold the highest standards of integrity and customer satisfaction. We would like to express our sincerest apologies for any dissatisfaction this customer may have experienced. It is never our intention to cause any distress or inconvenience to our valued customers.  

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22125235
  
  I am rejecting this response because:

  This response is a complete lie and it was totaled $28k and we were only made aware of the price change after our items were loaded on their truck. We have filed a police report for the stolen items and the people they hire are from ********** and this was told to us by the people bringing the items into our home.

  This company is very untrustworthy as you can see from their reviews and if this issue isnt resolved I will be hiring an attorney to take legal action. Royal Moving and storage is a scam again as you can see from their ****** reviews and BBB rating.

  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/27/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  June 4, 2024 household packing of antique furniture. Paid 2189. Deposit late May for a packing date of June 4. Team arrived later than scheduled. Boxes were already packed from our previous move with United *** Lines. Never opened. Company was to wrap our furniture securely and ship all boxes and furniture from ******** ********** to ******************After the truck was loaded, 8 pieces of our furniture could nit be added nor sent as the truck driver has his personal furniture on the truck also. The truck sent was a ****** rental truck, 27 foot.The truck driver informed us that our estimate contract of approx. *****. Would be increased on packing day by 2500. We were informed of extra charges during packing of our household goods.When the packed truck left our home, the truck driver ensured us that our goods would be sent directly, no storage requested. However the truck was unpacked that evening in ********* ********** in the rain. We had a difficult time reaching anyone for assistance about a delivery date. Zero notice, The delivery driver called at 8pm to notify us our goods will be delivered the next am.Paid the full amount to Royal Moving and Storage full prior to delivery June 13, 2024.Furniture arrived wet, opened boxes and damaged almost every antique piece we own. The pickup driver used our antique piece from Dennark as a ladder with permanent shoe marks in water damage.To repair our furniture will be costly. I have asked several times for photos the delivery driver ***** took for us to file a claim. The claim company is nonexistent and eventually documents signed at pickup with the driver state minimum reimbursement.Company halts all communication after payment, threatening not to deliver until you pay in full.Ar pickup, our concerns, staff packing unprofessional, smoking drugs. At delivery we have goods belonging to other families. We are missing several boxes, green egg grill, a bike and a couch. Company not helpful.

  Business Response

  Date: 06/27/2024

       At booking our sales reps provide a customer with an estimate based on the items that the customer provides to them. Pricing is based on the amount of space that the items utilize on the truck. If a customer does not provide an accurate inventory of their items, then we cannot provide them with an accurate estimate and come time for pickup if there is more items than what we have on the inventory they can expect their price to increase. The quote we provide is also an estimate based on the standard U.S. size of household items. We attempt to get as close to the amount of cubic footage as is possible over the phone, but we will not know exactly how much space the customers items will use on the truck until we are physically at the pickup location to view the items.
       At this customers initial booking on 5/15/2024 they had provided an inventory with 40 items, 168 pieces estimated to utilize 1643cf of space on the truck. During the quality assurance call we made on 5/28/2024 before pickup to verify the inventory and addresses this customer added additional items to their inventory which then totaled 58 items, 221 pieces estimated to utilize 1953cf of space, therefore their price increased. If this customer had provided an accurate inventory of all the items they were including in their move at the time of the initial booking, then this would not have occurred. At this customers pickup on 05/04/2024, which was the 2nd date of their requested pickup window,they had several items that were much larger than standard size and thus a bulky fee of $1,500.00 was added to their contract to accommodate. This was the only change to their contract at the time of pickup. The customer was provided an updated estimate with a bulky fee for a refrigerator, large cabinet, large table saw, grandfather clock, large china cabinet, and large dresser which the customer signed and agreed to prior to any items being loaded onto the truck.  We arrived with a Penske truck because it is part of our fleet. We own multiple trucks, lease trucks and rent trucks at times when other vehicles are being serviced. This is common practice with moving companies. We also arrived with the previously reserved amount of space which was 1953cf. The truck had several items on it belonging to a different customer which utilized the rest of the space that was not reserved by this customer.
       When this customer filled out her Bill of Lading in the spot where she is supposed to put a date for her first available delivery date (****), she instead put her name.Our dispatch manager, *****, reached out to *********************** and was told that the first date that they would be ready to accept their items for delivery would not be until 6/17/2024. The **** is not a guaranteed date for delivery, it is the first date that the customer can accept their items. This customer had standard delivery service which gives us up to 30 business days to deliver the items from their ****. This is the regulation provided to all long-distance carriers in the U.S., however it rarely if ever takes that long for us to delivery customers items. *********************** called the office on 6/14/2024 and updated her **** to that same day. It was explained to her that changing the **** to 6/14/2024 did not mean that she would be delivered that same day. We performed their delivery on 06/19/2024 and thats when we were notified of the damaged items. When a customer lets us know that they are ready on a certain date we expect that they will be ready from that date going forward. Yes, the driver did call to notify this customer the night before the delivery and the dispatch manager,***** also called the morning of delivery.
       This customer did not have direct delivery in which the items would have been transported from the pickup location directly to the delivery destination. The customer was picked up on 6/4/2024 in ** and was not ready for delivery until 6/17/2024 as she initially requested. Therefore, her items were unloaded into storage in ** until it came closer to the time that she would be ready to accept her delivery. Although the items were wrapped with moving blankets and shrink wrap it was raining that day so some of her items may have gotten a bit wet from the rain. I apologize that the pickup driver said the items were going straight to the delivery destination. The drivers do not make the schedules and that would not have made sense since this customer was not ready to accept the items immediately after pickup. Also, we did not pack any of this customers boxes like she states in the comments, they were already packed by a different moving company.If some of the boxes opened it could have been from the tape that was used or because of any wetness from the rain.
       We apologize that this customers household goods were not returned to them in the manner of their expectations. We do our very best to handle all items with the care and respect that they deserve, however there are situations during long distance moves when this unfortunately happens. We have provided this customer with the claim information on 6/20/2024. To be unbiased we have a third-party company process our customer claims for any items that have been damaged and/or missing during their move. As of today, this customer has not started a claim. This is something that the customer must complete themselves, we cannot do it for them.We also emailed the customer a copy of their Bill of Lading and inventory on 6/21/2024 so that they will have those documents when they file their claim.The customer has nine months from the date of delivery to file their claim. The customer never let us know that they were missing any items and has not told us that they had received items that dont belong to them, only that they had some damaged items. If they are missing items, I urge the customer to reach out to us so that we can get a detailed description of the missing items so that we can conduct a search for them. The warehouse coordination team has been notified of these missing items; however it would assist us greatly if we had a description of each item.
       At booking the customer was provided with the basic level of coverage for their items free of charge,which is a basic level of coverage and not meant as full value protection. We are not an insurance company therefore we cannot provide additional coverage. Generally,when customers want more coverage for their items, they would add a rider to their homeowners or renters insurance or go through an insurance company who can provide them with full value coverage during the move. At pick up the customer signed their Bill of Lading waiving the full value coverage and choosing again the basic level of protection. The customer not only signed their Bill of Lading, but they also initialed this section. The claim information is also provided with the Bill of Lading that the customer was sent via DocuSign and signed on 6/5/2024. I assure this customer that CSI Pros is open for business and currently processes claims for us. They can be reached at ************.
       On all the documents that this customer signed, including the initial booking contract from 5/15/2024 it states that delivery payment is required prior to the unloading of the goods. Since it is the completion of the customers service,we do require payment in full before the delivery begins. If a customer is not able or ready to make their final delivery payment, then their items would be placed in storage at a rate of $0.50/cubic ft. per month until they are ready for delivery. The customer was made aware of their balance due on 6/5/2024 at 8:50 AM when their Bill of Lading was sent to them after their pickup, so they had ample time to get their delivery payment sorted out. Since this customer was delivered on 6/19/2024, which was a federal holiday, we allowed delivery to commence before their wire transfer of funds was completed. The customer could have also paid by cash or U.S. Postal money order at delivery, but they chose to do a wire transfer of the funds. 

• Initial Complaint

  Date:06/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12 -4-23 I contacted ROYAL MOVING and storage of ************************* communicated with a **** SCHEDULED ********************** to Peoria ******* for my granddaughter on December 20 2023 $700for 12-22-23delivery. $2443 paid, balance at delivery.*********************** stepped in and took over the transaction, **** had indicated a queen *** A full *** and box springs and miscellaneous boxes. ****** changed to queen *** full (with Mattress) as well as double with Mattress. I questioned him a number of times about the boxsprings he assured me NO PROBLEM On December 19 7 PM ****** cancelled truck had blown a head gasket, he will contact ****** for new mover NOTHING WILL CHANGE ****** contacted United Moving and Storage UNITED HAS exactly the same phone numbers as Royal. ****** is a major player in United. BLUE LION not licensed in ********** the ***** list them as INACTIVE. ***** MULTIPLE COMPLAINTS INVITED ME TO LIST ANOTHER..BLUE LION requested $900 for box springs as NOT UNITED LADING demanded $500 more for added cf. ***************** LION requested $400 of the final payment so $961 ZELLED PRIVATE DRIVER. AMRELOCATION delivered on Saturday, December 23, 7:30 PM. Additional charges two steps and landing $75 distance from garage to truck actual 60 feet, charged $75. Refused to take labeled boxes upstairs., Granddaughter has injured wrist. Royal, ****** promised boxes to locations. Driver pointed at wristwatch and said youre on your own. I have another delivery. He did leave all of the cardboard and wet plastic wrap from the mattresses upstairs in each of the respected ***rooms.$1610 Zelle

  Business Response

  Date: 06/18/2024

  This customer, Ms. ********************** booked her ********************** reservation with Royal Moving and Storage to physically handle the move. However, Royal was unable to accommodate her move in the timeframe that was expected by ****************. Therefore, to be able to accommodate her move in that timeframe Royal contracted the move to United Moving and Storage who is a brokerage company that Royal is affiliated with so that United could broker the job out to a carrier who would be able to perform the move. United contracted the move out to the carrier, Blue Lion to handle the move in Royal's stead. It is our understanding that Blue Lion is not conducting business, so yes, they are listed as inactive with the ****** We have not conducted business with Blue Lion in over six months. From ******************** comments it appears that Blue Lion contracted AM Relocation to handle the delivery portion of her move. We explain to our customers that they are locked into a price per cubic foot and their quote is an estimate based on the items that the customer provides at the time of booking. Unfortunately, no company would be able to provide a 100% accurate quote over the phone which is why the contract states it is an estimate. Although we attempt to get as close as is possible with the information that the customer provides. Upon pickup if a customer needs more space on the truck than what was previously reserved then they would be charged for the additional space at the locked in rate per cubic foot. They also have the option to stay at the reserved amount of space and fit items into that space. Ultimately **************** paid for the amount of space that her items utilized on the truck and any additional services that were required to complete the move. Our contract lists some additional services such as elevator fee, stair fee, long carry, extra stops, etc. We cannot answer for what Blue Lion or AM Relocation has stated on their contracts with **************** as we do not have that information. We also can't answer for what occurred at ******************** pickup or at her delivery, but it seems from her comments that she possibly did not want to pay the stair fee or long carry fee, a fee that goes directly to the crew for the additional labor that is involved, therefore she would then be responsible for bringing the items up the stairs herself. We apologize that we were unable to accommodate ******************** move and we acknowledge her frustration and the challenges that she faced throughout the process. However, Royal Moving and Storage did not directly cause these issues. Say you went to a shopping market to pick up a chicken, but they did not have one available, so you had to purchase the chicken at a different grocery store. Then you end up getting sick from the chicken that you bought. Would you blame the first store that didn't have the chicken available for your stomach issues? No, you would go to the store that you purchased the chicken from. In this case I think it would be more beneficial for **************** to contact Blue Lion and/or AM Relocation to see if they can do anything to resolve her issues. Again, we do want to extend our sincerest apologies for the various inconveniences **************** encountered during her move. Her experience does not align with the high standards we aim to maintain, and we deeply regret any distress we may have caused indirectly. 

• Initial Complaint

  Date:05/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a contract in February 2024 with Royal Moving and Storage *** in *********, **, to move my household from ****************, **. ***** to *******, *** *****. I gave them $750.00 down payment, via the **** card of my daughter, *********************. Royal Movers defaulted on their obligation, and never showed up, but instead sent another moving company, Blue Lion Movers, who required their own deposit upfront in cash, which I paid, because I had a move-out deadline to meet. My requests for a refund have been ignored by Royal Moving. **************** asked them for a refund, and they declined to refend my deposit, for services that were Never rendered, Now we are pursuing a refund via ****, I just want my deposit refunded, as they did not provide me any service.

  Business Response

  Date: 05/06/2024

  ****** & ********************* filed two disputes with their bank, which they lost, falsely claiming that services were never rendered by us. As a carrier, we utilize brokers to service particular moves for us. It is customary for moving companies to work with freight brokers as intermediaries between carriers. Blue Lion is the carrier that provided relocation services for ****** & ********************* and they were booked through one of our Brokers, United Moving. 
  
  On 01/16/2024, ********************* signed her Binding Moving Estimate, which states the details of United Moving as the broker for ******************** move. Towards the bottom of the estimate, it states, "United Moving and Storage has been hired as their moving coordinator/booking agent/scheduling and support team, not to handle or otherwise participate in the move as laborers or carrier, in acting as a shipper/logistics and scheduling agent only."
  
  On 01/30/2024, ************************* signed her Interstate Bill of Lading with the carrier, Blue Lion, whose name is stated at the top as well. Regarding the fee paid at pickup on 02/02/2024, three payments are made during the moving process; an initial deposit is made during booking, a second fee is due upon pickup and a third fee is due at the time of delivery.
  
  Services were provided to ****** & ********************;and their items were picked up and delivered in a timely manner. ****** & ********************* will go to any extent to not pay their debts. After losing both disputes with their bank, they proceeded to move forward by making this complaint. No resolution is being offered.

  Customer Answer

  Date: 05/08/2024

   
  Complaint: 21661199
  
  I am rejecting this response because: The sales team at Royal Moving lied to me, and misrepresented their service, as a moving and storage service, NOT a brokerage.  I was emphatically TOLD that they were NOT brokers.  My deposit of $750.00 was made in good faith that they would be handling my move from start to finish!   I received NOTHING from this company for my $750.00.   I had to hire another company to move me, when Royal Moving and Storage defaulted on their promises to me.  We are pursuing this bogus charge thru VISA.   We are entitled to a full refund.  NOTHING was delivered for this fee of $750.00.   We had to pay ANOTHER deposit to Blue Lion Moving *** as well.  Royal Moving and Storage are MISREPRESENTING their company, and their services.   **** at the sales team LIED to us.   Thank you.
  
  Sincerely,
  
  **** And *************************

  Customer Answer

  Date: 05/08/2024

  This default of service occurred on February 4, 2024.   We received NOTHING for our $750.00 deposit.   This moving company FAILED to move us, or even show up.  Their salesman, ****, lied to me about everything.  He promised me that they were NOT BROKERS!   He promised a smooth, easy pick up and delivery of my household goods.   They DEFAULTED.   I want a full refund, and will pursue this via VISA.   This company is a FRAUD.  They are NOT a moving company, as claimed.

  Business Response

  Date: 05/08/2024

  No resolution is being offered. We have already provided all documentation to ****** & ************************* bank regarding their first two disputes, which again did not go in their favor. ****** & ********************* are welcome to pursue this via **** if they so choose.

• Initial Complaint

  Date:04/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******* ************** the customer service rep had assisted me with the start of the moving process, she did call me a week before March about a quote that she have given me. I had given her a deposit of $1000 through my debit card, and that they would have movers coming to my apartment in ********** by the 18th they didnt know who up til the 20th. When the movers came they stated that the furniture I have would be more that 455 cubic sq feet itll be little over 1000 cubic sq feet and would have to charge me extra. Currently Im still waiting for my items, I have called ***** who is a dispatcher ************* she is very unresponsive and she doesnt text me back when I had confirmed the delivery date ***** had told me itll be either ***** of March and it didnt show up, customer service rep had told me that itll come on the ***** and still havent shown up. When I called the moving company again the other customer service rep who wasnt ******* had told me that the contract stated that the moving can take up to 30 days but no one had told me about this situation from the beginning.If I had known that itll take 30 days for me to receive my items I wouldnt have done business with them.

  Business Response

  Date: 04/19/2024

  ********, ***************************** did not give correct sizing estimates for her items. Upon pick-up, the items were larger than the customer explained during her initial booking; therefore, required more cf than the 455 cf that was initially estimated. The customer was given the option to increase the space on the truck to accommodate the size of her large items; she decided against this and hence was not charged any additional fees. In response to our dispatch manager, *****, not responding that is incorrect. ******** and our dispatch manager, ***** were in constant communication during the move, and copies of text messages and call logs can be provided. In addition, the job has been completed; the customers' items have been picked up and successfully and safely delivered. ***************************** had Standard delivery service for her move which is an estimated timeframe of 7-14 days, although that timeframe is an estimation and not guaranteed. ********************************* items were picked up on 3/20 in ********, **, and delivered in *******, ** on 4/4, which is well within the contracted timeframe that ***************************** signed and agreed to on her Bill of Lading. A 30-day timeframe is the regulation provided to all long-distance carriers from the ********** of *************** however, delivery did not take anywhere near 30 days; her delivery was completed in 16 days. ***************************** pushed us for a specific delivery date early on and we gave her the best delivery date for what was available. There are many factors out on the road that are out of our control such as traffic, road conditions, weather, wait times at the scales, and inspections, etc... so it is hard to factor all of this in to give an accurate timeframe for delivery so far ahead of time. ***************************** is requesting for her entire labor (including taxes and fuel), pick-up and delivery payment, and deposits to be refunded which we don't agree to since all contracted services were provided to *****************************.

• Initial Complaint

  Date:03/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They did not move everything. They said the truck was full and we had to move the rest ourselves. Meanwhile the price doubled-as we had 4 hours to vacate. They lost items. We have adjustable beds.. They lost the legs.So I sleep on a mattress on the floor..***** gave us one price, the movers said it was 100$ more & ALL had to be in cash. When she admitted owing us the money, she said I had to drive up there to get it. Her movers were supposed to come back the next day with the rest of the delivery they could have delivered a check too. Except they never showed up. We never heard from them again. Just a claims form.

  Business Response

  Date: 04/10/2024

  We're sorry that ******************* feels as though we did not follow through with our obligations, however, we feel that we provided all the contracted services according to the contracts signed by **************. We try our very best to treat all our customers items with the care and respect that they deserve. There are many moving parts when moving goods a long distance and there are times when an item(s) may get damaged or misplaced. The only items ************* let us know were missing were the legs to his bed. We did a thorough search of our warehouse, trucks and also reached out to other customers whose items may have come in contact with his items during his move. Ultimately, we were unable to locate the missing legs and suggested that ************** file a claim for these items so that he could receive compensation. for the missing legs. Regarding the quote we supply a customers quote based on the items that they provide to their sales representative at the time of booking. If a customer does not supply us accurate information regarding the items that they will be including,then there quote will obviously not be accurate. At the time of booking on 12/01/2023 ************** supplied his sales rep with his inventory that totaled 12 items, 44 pieces which we estimated would utilize 287cf on the truck. It states on the booking contract that this is just an estimate that only includes the items listed on the inventory, and any additional items or services would result in additional charges. A contract was sent to ************** and signed by him on 12/01/2023. During the customers quality assurance call on 12/10/2024 ************** added more items to his inventory which then totaled 21 items, 72 pieces which was then estimated to utilize 442cf of space on the truck. An updated estimate was sent to ************** and was signed by him on 12/10/2024. Then on 12/13/2023 when our crew was physically at the customers pickup location, he had some items that were bigger than expected and also more items that were not on the inventory which then totaled 25 items, 76 pieces which utilized 700cf of space on the truck. A final estimate with the related pricing was sent to ************* and signed by him on 12/13/2023 before the loading of the goods on the truck.  ************** had a locked in rate of $5.00 per cf, which means if there is additional space that is needed then he will be charged at that locked rate per cubic foot. We did lower the locked in rate per cubic foot to $4.50/cf when he went up to 442cf, so any additional space was charged at this rate of $4.50/cf. The total price of the move is not locked in at booking because a customer could have more items at pickup, in which they would then be charged accordingly for.************** was charged for the amount of space that his items utilized on the truck and accepted the pricing before the goods were loaded.  ************** did not have to pay just with cash at pickup, as we accept multiple forms of payment at pickup. He chose to pay with cash, and we gave him the correct price, but he ended up overpaying. Initially,he was told that he would have to come to the office to be reimbursed, however we provided him a refund of $100.00 to him via Venmo. Before pickup ************** had reserved 442cf of space on the truck. We had some additional space free, so we were able to accommodate 700cf total of space for him, however the other space on the truck was reserved by other customers so we could not offer him more space than the 700cf.  This is why we were unable to take all of Mr. ****** items and took what we were able to.If ************** was honest with all of his items, we could have reserved the correct amount of space prior to pickup. ************** also changed his delivery destination several times from *******, ** to ****************, ** and then back to *******, ** which makes it difficult to schedule his delivery. At delivery he had told our dispatch manager that her voice on the phone was the only thing keeping him from committing suicide. We were unsure if he was really feeling this way, so we had to take the situation seriously and take extra precautions to make sure that our crew was safe while on his property. This included having additional crewmen at his delivery. At delivery on 03/14/2024 we delivered all of Mr. ****** items, so we are confused as to why we would return the following day as his complaint comments mention. As stated above the only items that were missing were the bed legs which we conducted a search for.    

• Initial Complaint

  Date:12/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The moving company came to my home in ********** to get my items, which included two brand new ******* tvs, a dresser and a marble top dining room table. Everything was picked up and noted on the itemized list, but at delivery at my new place in *****, the movers delivered two off brand and different sized used tvs, a dresser with a hole in it, and dropped the dining room table and cracking a large piece off the table. The theft of the tvs was filed with the ****************************. After waiting 4 months through their claim process through a company called CSI, they offered me a few hundred dollars, as they are basing the claim on the weight of the shipment, which was inaccurately done, and doesn't take into account the missing tvs. The total move cost me $6,000.00, new tvs cost me $1,600.00, dresser cost me $399.00 and the dining room table cost me $2,400.00.

  Business Response

  Date: 12/27/2023

  Regarding the missing items, our employees are thoroughly vetted prior to hiring and our property and trucks have surveillance, so we do not feel that any items have been stolen or switched with other items, however we take this matter very seriously and will look into it. We apologize that this customers items did not return to them in the manner that they were picked up. We reached out to the company who processes our claims and it looks as though this customer filed a claim and did receive compensation. Our company provides customers with the basic level of liability coverage for their items free of charge which is a basic level of coverage and not meant as full value protection. We are not an insurance company, so we do not sell additional insurance coverage. If a customer chooses to get additional coverage for their items they would have to reach out to their homeowners or renters insurance to add a rider to their existing policy or contact an insurance company who can provide them with this service. This customer had the basic level of coverage which covers items at 60 cents per pound per article and they were compensated according to this level of coverage. As stated above, this basic level of coverage is not meant to provide full value protection. Unfortunately, we cannot provide coverage over and above the level that the customer has chosen. This customers items were picked up in ****************, ** and at the time of pickup all the items were inventoried.The items were then brought to our facility in NV and put into vaulted storage.The items were then loaded up and delivered to **. Any time a customers items are moved the items are all inventoried and accounted for in our system. The claim is based on the information that the customer provides about their items by providing the make and model so that the weight of the items can be researched,and accurate weight accounted for to process the claim. After the claim is processed,it is sent to the customer to review and accept. If the claim was incorrect then CSI Pros would have corrected any errors. However, the compensation amount cant just be increased because the customer is not happy with the amount. Looking at the claim, the customer was compensated for the 2 televisions, a dresser and a marble top and steel frame dining room table. We apologize that this customer did not find the claim settlement amount to their satisfaction, however the basic level coverage would not provide compensation at full market value.  
  

  Customer Answer

  Date: 12/28/2023

   
  Complaint: 21061458
  
  I am rejecting this response because:

  It is all lies which is not surprising the company it is coming from. ******* lied to me from the very beginning and promised me she would make sure the move went off without a hitch, even after I called her to tell her that someone from your company called me warning me not to go with Royal Moving, as the owner and ******* were thieves.

   Irrespective as to how much you say you vet your employees, you don't only use your employees, you contract out and that's what you did with whoever it was that delivered my items, and he told me that when I spoke with him on the phone. In any case, your company picked up two brand new ******* TVs in original boxes, from my house and delivered two used tvs ******* / Vizio wrapped in cardboard patchwork boxes. You also delivered a mirror and kitchen items that were not mine, all of which were told to **** the other lady I have spoken with at dispatch. Again, a police report was taken by the *************. I understand how you say you will look into it, but it has been 4 months now and your people have all be emailed and texted the same info explaining theft of the TVs. I call it theft because the police said it no TVs had been delivered you could have said they were lost, but since other items were switched out with mine, that shows intent and is therefore considered theft.

  Regarding the claim I filed with CSI 4 months ago, yes I did file a claim, but I rejected their pathetic attempt to compensate me $177.92, and I never received any funds from that claim. Why would I accept that? I do feel like CSI is colluding with your company to cover this up and to minimize the payout that is rightfully owed. At the time I was finalizing the move with ****, I told her I wanted full coverage and she that was not available. I am sure you have that conversation recorded for training purposes, right? Even with the **** cents per lb of coverage, again CSI was working with you to only say my items weighed the industry standard weight of 80 lb when the table actually weighs close to **** lbs, as it is a metal stand with a thick marble top. Along with pictures showing the damage, I also provided the table model and website I got it from, which states the cost of $2,400.00 and the size and weight, all of which were ignored by CSI in doing their claim. They did pay attention to the **** dresser which cost $ a few hundred dollars, though, which the same information was provided for.

  Your people picked up my items in ********** on two trucks, as they didn't have room for all of my items on the original truck they sent out, and probably didn't properly mark my items correctly, or conveniently had it fall off the truck. It just so happened that the two brand new TVs were placed on the second truck with a few of my other items while the two used TVs you picked up (picked up a total of 4 TVs) were on the first truck. Hmmmm. 

  Sincerely,
  
  ***************************

   

  Customer Answer

  Date: 02/01/2024

  I understand the company has not responded, and clearly that speaks volumes about what actually transpired, but why does my complaint not show online on your website under this company?

• Initial Complaint

  Date:12/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  nov 14 th hired royal moving company to truck my goods from **** ** to *********** today is dec 4th only 1 call from royal moving to this point. I have a new job at ********* and have been waiting for my goods, last thru i got a call truck is in ******* will be here sun or Mon today no call no show very upset at this company holding my goods hostage. My new job has been on hold as us veteran i am telling the truth , I have reads reviews on this company now same problems I'm having, I pd 850 to begin with 745 to load truck now they want ***** because they say i took up space on there truck ************************* *********** thankyou.

  Business Response

  Date: 12/06/2023

  This customer's items were picked up in ****, ** on 11/14/2023 and delivered in *************** on 12/02/2023. The customer has standard delivery service for his move which is an estimated **** days, however we do have up to 30 business days from the customer's first available delivery date of 11/22/2023 to deliver the items. This is stated on the customer's Bill of Lading and also explained to the customer verbally over the phone. 

• Initial Complaint

  Date:11/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This has to be the slimiest, most unprofessional scuzzy moving company around. I'm somewhat at a loss for words as we have just dealt with so much bs from this company, I don't even really know where to begin. We were quoted for $3,580.00 to get our 4 bdr house moved across country. The day of the move they showed up and told us that we had way more than we originally told them we had. We didn't. They raised the price to $8,500.00, knowing our desperation wouldn't allow for a last minute change, we reluctantly agreed. They then told us that they don't go upstairs so my wife and I moved everything down ourselves. Then we get told that there would be an additional "bulking fee" for anything heavier than 200lbs. They started asking what was in boxes (shady) snd grabbing everything without checking what was on our list and when they had filled our space, they ended up leaving several key pieces behind. Fast forward 2 weeks, we still haven't gotten our stuff. In that time I've flown back home, rented a 15' truck and packed/moved everything myself back to the house with 0% breakage. Btw, **************** is HORRIBLE, couldn't get anyone on the phone for days to give us an update. Truck finally showed up today. They had moved all of our stuff onto a different truck, rifled through everything. Drawers, boxes, totes...etc. So much is missing and/or broken. My sons PS5 that I was stupid to have packed it in its original box, gone. Electronic boxes ripped open and contents stolen. Jewelry, tools, gone. It's like if everyone in the state prison got out on the same day and decided to start a moving company. Complete trash. We are filing a claim but doubt anything will happen. There's a reason why Royal Movers are not BBB accredited, have only 1 Star and have TONS of bad reviews. Do your homework, find a company that respects their reputation and your valuables. Hopefully this is read by someone who did a little more homework than us and this will save alot of headache. -0 stars.

  Business Response

  Date: 12/06/2023

  We can only supply a quote based on the information that a customer supply to us. At the time of booking this customer had 27 items, 79 pieces on their inventory which was estimated to utilize 827cf on the truck. On 11/03/2023 our quality assurance manager reached out to the customer to go over their inventory a final time before the items were due to be picked up. We do this because at the time of booking a customer is generally not all packed therefore, they don't know exactly what items they are including in their move. We figure that 3-4 days before the scheduled pickup window a customer generally has their list of items they are taking complete. During the quality assurance call the customer added additional items to their inventory. These additional items caused an increase in the amount of space they would be using on the truck. The updated estimate had 43 items, 136 pieces with an estimated ****cf of space on the truck. This updated estimate with additional items, increased cf and updated pricing was sent to the customer, and they signed on 11/03/2023 agreeing to the terms and conditions within. On the day of pickup, 11/06/2023 the only additional item that was added to the contract was the bulky fee for the 3 oversize dressers and the bulky fee goes directly to the crewmen for the additional labor that involved. Therefore, at pickup the price only increased by $1,250.00 since the customer had already been sent the updated estimate with the additional items on 11/03/2023 and agreed to that pricing. It was explained from the first call that the customer was paying for the amount of space that the items utilize on the truck, so adding additional items would cause an increase in pricing. The customer also had standard delivery service for their move which is an estimated **** days. The customers items were picked up on 11/08/2023 in ** and the items were delivered in ** on 11/20/2023, which is well within the contracted dates for delivery. At pickup this customers items did not utilize the entire truck, they did not have straight delivery service and all of the other customers whose items were picked up in the same truck were not all going to ** for delivery. Therefore, the items had to be unloaded and reloaded onto another truck going to the ** area. Regarding the missing items, our employees are thoroughly vetted prior to hiring and our property and trucks have surveillance,so we do not feel that any items have been stolen, however we take this matter very seriously and will look into it. We apologize that this customers items did not return to them in the manner that they were picked up. We reached out to the company who processes our claims and it looks as though this customer has not filed a claim yet. Just so that they are aware the customer has 9 months from the date of delivery to file a claim for compensation for any items that are missing and/or damaged during their move. We will conduct an investigation into the missing items as well as conduct a search of our warehouse, trucks and reach out to other customers whose items came in contact with this customers items. BBB does not post positive reviews for our company because we do not pay them an annual fee to do so and be accredited with them. The fee to BBB can be as high as $10,000 annually just for the BBB to weed out the negative reviews and post positive reviews. As a company we have decided that the time and cost required versus the benefit we would get from the accreditation from the BBB simply made no sense to us.